Service Management Leader: CI, Catalog & KM

T-Mobile; United States; Hybrid; USD 97,000 - 175,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Job summary

T-Mobile’s Magenta Services Center seeks a Manager to drive structure, governance, and maturity of a Service Management organization. This role requires fluency in service design, SLAs, KM, and Lean Six Sigma, with AI-enabled process improvements across multiple value streams.

The hybrid role in Overland Park, KS collaborates with HR, Finance, and Accounting leaders to deliver measurable performance and continuous improvement, leveraging knowledge management and executive communication to drive

Qualifications

• Bachelor’s degree or higher required with 3+ years related work experience in a shared services or finance/operational setting.
• Experience articulating multi-tower governance, SLA management and service catalog design.
• Proven ability to lead structured CI projects with measurable outcomes.

Responsibilities

• Lead structured Continuous Improvement projects using Lean and Six Sigma methodologies; own end-to-end improvement cycle.
• Conduct current-state process mapping, gap analysis, and develop practical improvement roadmaps.
• Own the Service Catalog lifecycle, define and govern SLAs and KPIs, and lead service performance reviews.

Skills

Shared Services Fluency

Service Catalog Design

Service Level Management

Knowledge Management

Lean Six Sigma

AI Tool Fluency

ITIL / Service Management

Process Analysis

Independent Execution

Executive Communication

Change Management

Agile for Operations

Education

Bachelor's Degree (Business Administration, Finance, Accounting)

Advanced degree (Preferred)

4-7 years related experience in financial/shared services/operational setting

Tools

AI tools (Claude, ChatGPT)

Job description

T-Mobile’s Magenta Services Center seeks a Manager to drive structure, governance, and maturity of a Service Management organization. This role requires fluency in service design, SLAs, KM, and Lean Six Sigma, with AI-enabled process improvements across multiple value streams.

The hybrid role in Overland Park, KS collaborates with HR, Finance, and Accounting leaders to deliver measurable performance and continuous improvement, leveraging knowledge management and executive communication to drive